Um modelo referencial para gestão da qualidade dos serviços da Feira de Ciência, Tecnologia e Cultura da UFRN (CIENTEC)

• Ano de defesa: 2017
• Autor(a) principal: Campos, Daniel Cavalcanti Fernandes
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Brasil; UFRN; PROGRAMA DE PÓS-GRADUAÇÃO EM GESTÃO PÚBLICA
• Palavras-chave em Português: Gestão da qualidade; Qualidade de serviço; CIENTEC; QualiCIENTEC; Feira de ciências; CNPQ::CIENCIAS SOCIAIS APLICADAS: GESTÃO PÚBLICA
• Link de acesso: https://repositorio.ufrn.br/jspui/handle/123456789/23622

This Intervention Project aims at a new reference model for managing the quality of the services offered by the Science, Technology and Culture Fair of the Federal University of Rio Grande do Norte (CIENTEC), including a benchmarking instrument and application procedures. To do so, it has the following specific objectives: describe CIENTEC's current model of service quality management; Identify attributes of the quality of services most important for the evaluation of a Science Fair; Develop a research tool based on validated attributes for the evaluation of the quality of CIENTEC services; Propose an array of opportunities, for guidance, for managers to make interventions; Guidelines for the application of the proposed model. The proposal adopted action research as a research strategy allowing the identification and validation of quality attributes, through seminars, with the managers of CIENTEC; As well as the definition of the meeting of services. A pilot test was also held with visitors to the fair. As a result, QualiCIENTEC presents a new management model for CIENTEC evaluation and the guidelines for its application.